Clicklaw Project Update Oct 1 08
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Clicklaw Project Update Oct 1 08

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An update on Clicklaw, formerly known as the PLEI Portal, a project to create a unified point of access on the Internet to legal information, education, and help for British Columbians.

An update on Clicklaw, formerly known as the PLEI Portal, a project to create a unified point of access on the Internet to legal information, education, and help for British Columbians.

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    Clicklaw Project Update Oct 1 08 Clicklaw Project Update Oct 1 08 Presentation Transcript

    • Clicklaw: An update The project formerly known as the PLEI Portal
    • Overview
      • Project recap
        • Who, why, what, how
      • Wireframe prototype
        • Key learning points from user testing
        • Tour of wireframe prototype
      • Clicklaw
        • Selecting the name for the PLEI Portal
    • Project recap: Who
      • Project sponsored by the PLEI Working Group
      • Core PLEI Working Group
      • Organizations in BC that provide or support public legal education and information as a core activity:
        • BC Courthouse Library Society
        • Law Courts Education Society of BC
        • Law Foundation of BC
        • Legal Services Society
        • Ministry of Attorney General of BC
        • People’s Law School
        • PovNet
    • Project recap: Who
      • Project sponsored by the PLEI Working Group
      • On behalf of the PLEI Network
      • PLEI Network
      • Broader network of organizations in BC that provide or support PLEI:
        • BC Courthouse Library Society
        • Law Courts Education Society of BC
        • Law Foundation of BC
        • Legal Services Society
        • Ministry of Attorney General of BC
        • People’s Law School
        • PovNet
        • Canadian Bar Association (BC Branch)
        • Law Centre (University of Victoria Clinical Law Program)
        • Ministry of Public Safety & Solicitor General BC
        • SFU Centre for Education, Law and Society
        • UBC Law Students’ Legal Advice Program
    • Project recap: Who
      • Project sponsored by the PLEI Working Group
      • On behalf of the PLEI Network
      • With 12 more organizations formally participating
      • Also formally participating
        • BC Centre for Elder Advocacy Support
        • BC Civil Liberties Association
        • BC Coalition of People with Disabilities
        • BC Freedom of Information and Privacy Association
        • BC Law Institute
        • BC Public Interest Advocacy Centre
        • Community Legal Assistance Society
        • MOSAIC
        • Pro Bono Law of BC
        • TRAC Tenant Resource & Advisory Centre
        • West Coast Environmental Law
        • West Coast Legal Education and Action Fund (LEAF)
    • Project recap: Who
      • Led by the BC Courthouse Library
      • Funded by the Law Foundation of BC
      • Building on several years of collaboration by the PLEI Network in producing the PLEI Resource Catalogue
      2006/2007 edition of catalogue includes 200+ resources from 22 organizations in BC
    • Project recap: Why?
      • Information seeking habits are changing: the Internet is where many now start their info seeking
        • Online health searches have doubled since 2001 (Center for Studying Health System Change)
        • 95% of consumers with a legal need researched general info on their legal situation, 84% of those online (Thomson FindLaw survey on legal needs of consumers)
        • legal aid clients are increasingly online
        • (Legal Services Society Client Services Survey, 2007)
      7% 52% 63% Representation clients 26% 77% 81% Family duty counsel clients Use legal aid websites With Internet Home computer Type of client
    • Project recap: Why?
      • Internet info seeking is now on par with or exceeds traditional sources:
        • Family & friends // Books & libraries // Local bar associations
      • But there are problems with online information seeking
        • Accuracy & reliability of information on the Internet varies widely
        • Search engines tend to turn up commercial resources more than non-commercial resources
        • To effectively find things, people need to know what search terms to use
      • Problems the Clicklaw project is trying to solve…
    • Project recap: What To provide equitable access to quality legal information, education and help for British Columbians
      • Everyone has a right to know the law. To do so:
      • empowers individuals & communities to make informed decisions
      • increases understanding of the justice system
      • enables active participation in a democratic society
      • Members of public in BC with a legal issue/interacting with the system
      • Legal service providers
      • Educators & students engaged in law-related learning
      Clicklaw Mission Principles Audiences
    • Project recap: What Offering a unified point of entry online, Clicklaw will represent a trustworthy, guided route taking British Columbians to relevant legal information, education and help Project Vision
    • Project recap: What
      • por∙tal noun
        • 1. door, entrance; especially: a grand or imposing one
        • 5. a site serving as a guide or point of entry to the World Wide Web and usually including a search engine or a collection of links to other sites arranged especially by topic
        • - Merriam-Webster Online Dictionary, 2008
    • Project recap: What
      • Clicklaw is a portal, meaning it is:
        • a site that serves as a guide or point of entry
        • to content that resides on other sites
        • these sites are those of participating organizations as well as others
        • the linked content is legal information, education & services aimed at the public in British Columbia
        • the site will include a search engine and also be arranged by topic
    • Project recap: How Dec 2008: limited beta release (sneak peek) Mar 2009: full beta release Apr 2009: launch Formal launch of Clicklaw Apr 2009 Refine and extend… 2009… User needs and requirements gathering Jan-Apr 2008 Building, testing & adding content Nov 2008-Mar 2009 Technology & admin requirements Sept-Oct 2008 Prototyping and user testing May-August 2008 Project formation and planning Nov-Dec 2007
    • Project recap: How
      • We conducted surveys
        • on the Electronic Law Library and LawLINK websites (two portal sites)
        • over 200 responses
      • And did website visitor & user profiling research
        • visitor analysis on 14 websites from PLEI Network
        • information about user groups from 9 PLEI Network organizations
      User needs and requirements gathering Jan-Apr 2008 Project formation and planning Nov-Dec 2007
    • Project recap: How
      • Key learning points from user research:
        • Over half of survey respondents were visiting those sites for the first time (54%)  Clicklaw has to be intuitive enough for a first-time user to find their way around
        • 75% of survey respondents wanted to be able to point and click on a map of BC to find organizations and services (e.g. Google maps)  Clicklaw HelpMap was born
        • The website visitor analysis revealed two things:
          • collectively, we aren’t always talking the same language: visits, page views, hits, etc.  The project’s Google Analytics implementation offer was born
          • that the PLEI referral network is alive and well online
    • Project recap: How
      • We now knew more about the broad audiences for the site
        • members of the public in BC interacting with the justice system
        • legal service providers
        • educators & students engaged in law-related learning
      • But still so much diversity, complexity
        • to make the site simple for our users, we wanted to make our audiences more real
        • we developed six user personas to serve as our virtual focus group
    • Project recap: How
      • “ A persona is a user archetype you can use to help guide decisions about product features, navigation, interactions, and even visual design. By designing for the archetype – whose goals and behaviour patterns are well understood – you can satisfy the broader group of people represented by that archetype.”
      • -- Kim Goodwin, Cooper (a design firm)
    • Project recap: How
      • Our six personas
      • the help seeker: Chelsea Campbell
      • the independent problem solver: Rani Singh
      • the info seeker: Timothy Lee
      • the helper: Sarah Duncan
      • the educator: Jorge Lamas
      • the learner: Matthew Gilmore
    • the independent problem solver Rani Singh “ It’s up to me to get us through this, but I’m not sure how to go about it.” 2 For example, the independent problem solver is self-reliant, but may have some characteristics that affect their capacity But who, by necessity or preference, is looking to resolve their legal problem by t hemselves Rani was given a scenario and tasks she would be likely to do on the site
      • Key Differentiators
      • Wants to find out how to resolve her legal problem by herself
      • Goals & Triggers
      • Goal: to get her legal problem fully dealt with; she hates loose ends
      • Goal: to find all the information on her problem, including the procedure and how to
      • Trigger: librarian at local public library suggests the Portal as a good place for forms and how to information
      • Tasks (I want to…)
      • Find legal procedures and how to
      • Find forms
      • Find definitions of legal terms
      • Find info in languages other than English
      • Find out about law-related classes in the community
      • Return to a page to continue process in future sitting
      • Print documents/forms to read/fill out offline
      Scenario Rani’s 86-year-old mother died of Alzheimer’s, leaving no will. Her father died four years earlier, leaving everything to Rani’s mother. After years of care home costs, the estate is worth less than $20,000. Rani heard from a friend that given the modest estate, Rani may want to apply her organizational skills to handle the estate herself. Rani goes to the public library, looking for information on the steps to take and how to. Wanting to be thorough, Rani asks the librarian for help, who suggests the book BC Probate Kit as well as the Portal. With the librarian’s help, Rani searches. She has trouble reading the screen, so maximizes the display font. She learns that the local courthouse library has procedural manuals that lawyers use. She notes the location and hours. Following a pathway to related information, she sees there is a class upcoming in her community on estates law. Rani is also interested in summary information in Punjabi to print off for her husband and his relatives. She links from the Portal to multilingolegal.ca, where she finds and prints the Punjabi version of a Dial-a-Law script on point.
      • Personal Profile
      • 61 year-old South Asian woman
      • Married with two adult children
      • Lives in Kamloops
      • Has been in Canada 25 years
      • Punjabi speaker, with fair English
      • Formerly a homecare worker, but failing eyesight forced her to quit working last year
      • Husband is retired, Punjabi speaker with little English
      • Computer at home but she doesn’t use it unless son is there to help her; uses computer occasionally at public library, where staff are very helpful
      • Unfamiliar with Internet
      • Personal Context
      • Very organized, organizes everything for the whole family
      • Some familiarity with legal system through her daughter’s divorce
      • First time on Portal; might be a regular user while working through situation
    • Project recap: How
      • We then mapped out the site’s information architecture
        • Blueprint for how information on the site will be organized
      • And developed a wireframe prototype
        • barebones version of key areas of the site
        • no visual design applied
        • clickable, but not a full web experience
      • And did user testing
        • brought testers in one at a time to test the wireframe prototype
      User needs and requirements gathering Jan-Apr 2008 Prototyping and user testing May-August 2008 Project formation and planning Nov-Dec 2007
    • The prototype: User testing
      • How we did it
        • recruited 14 test users, looking for characteristics from our user personas
        • one-on-one sessions at a testing lab set up at Courthouse Library
        • asked users to perform tasks on the wireframe prototype, using scenarios drawn from our persona work
        • recorded using screen recording software & webcam
    • The prototype: User testing
      • What we learned
      • Some things in our prototype tested out particularly well
        • Legal Issues as primary route in to information
        • terminology in Legal Issues: our PLEI taxonomy!
        • HelpMap for law-related services
      • But many ideas we had were challenged
        • too many choices on the screen
        • the public don’t care as much about the fine distinctions as we do
          • “ I don’t care if it’s a booklet or a fact sheet, just whether or not it’s online or I have to go somewhere to get it!”
        • our “guided pathway” was complicating the experience
    • The prototype: User testing
      • What we changed in the revised wireframe
        • Simplified the user experience
        •  reduced amount of info on screen
        • Improved labels on site
        •  e.g., “Map of Services in BC” became the “HelpMap”
        • Strengthened linkages between finding info and finding help
        •  e.g., “Find helpful services that deal with this issue on the HelpMap”
    • The revised wireframe: A quick tour
      • Caution: these screens have not had visual design applied!
    • Clicking on a Legal issue brings up information & education resources Entry points on home page for four target audiences Three primary routes in to information, education & help: by Legal Issues, the HelpMap, and Common Questions Quick access to phone numbers for help seeker persona
    • For example, clicking on Wills & Estates displays all information & education resources on this topic… … the user can narrow their results in several ways…
    • Clicking on Wills & Estates displays all information & education resources on this topic… … the user can narrow their results in several ways… … via the facets in the PLEI taxonomy: audience, resource type, media format, source User can click right into a result (linking to the external resource), or see more details about an item…
    • Meanwhile, if a user has landed on a detail page (from a Google search result, say), they can link to related items On details page, description tries to strike the balance between helpful (for the user) and manageable (for contributors)
    • The user can also link in to Common Questions on this topic, each of which point to resources that help answer the question… … and link in to the HelpMap to locate organizations and services that provide help on this topic
    • Common Questions don’t try to answer the question, but rather point to resources that help answer the question… … and link to more on the overall topic
    • Alternatively, a user can start their search over the HelpMap
    • … and can narrow down their results by legal issue or the type of help they’re looking for
    • Naming the PLEI Portal
      • Process
        • Collaborative, consensus-building process
        • Karo Design led the project steering committee and project team through a brainstorming and evaluation process
      • We learned about name types
        • Functional & descriptive – e.g., World Wildlife Federation
        • Experiential – e.g., Pathfinder
        • Evocative – e.g., Virgin
      • We brainstormed options
    • The name for the Portal
      • We did an evaluation exercise
        • In small groups, rated candidates based on 9 criteria – e.g.
        • Distinctiveness: how different is it from its competitors?
        • Depth: does it have multiple layers of meaning?
        • Magic: can this generate any word-of-mouth buzz?
      • That generated a shortlist of five candidates
        • Did an availability check
        • Canvassed some of our user testers
        • Project steering committee voted
      • We had a consensus winner…
      • Clicklaw